Role & responsibilities
- Worked on IT Service Management processes, like Incident, Major Incident Management & Problem. Have hands-on experience of using ServiceNow tool & reports.
- Work directly with IT management to align ServiceNow with IT Organization strategy.
- Proven problem solving & troubleshooting abilities using strong analytical skills & creative thinking.
- Experience on maturing ITSM processes.
- Hands-on experience on Service design.
- Driven customer weekly/monthly performance meetings
- Knowledge on building ServiceNow dashboards.
- Automated reports
- Understanding of SLAs & OLAs
- Must have hands-on experience on excel and power point presentations.
- Functional knowledge on ITIL processes and best practices.
Skill Set:
- Must have minimum 5+ years of relevant experience in working on ITSM processes.
- Must have hands on experience managing and supporting the IT Service Management processes like Incident, Major incident management & Problem management
- Experience on ServiceNow tool
- Excellent communication skills to Interface and communicate frequently with various teams across the group to guide on ITSM process, took refresher trainings.
- Must have good understanding to improve already implemented process, suggest improvements to drive automation.
- Must have valuable working knowledge on ServiceNow dashboards & reports.
- Must be capable to identify and lead improvement programmes through ITSM, service delivery improvements, and process efficiencies.
- Well versed MS Office applications for reporting purposes.
- Security & Audit, Escalation Ticket handling, Helpdesk Ticket Coordination, Change management, Documentation, Reporting.
- Facilitate and manage end to end Incident Management Process.
- Drive the overall efficiency and effectiveness of the Incident Management process.
- Ensure management and customers are sufficiently informed about the Major Impacting Incidents.
- Ensures incidents resolution and management conform to process policie